Automatic Call Distributor (ACD) forms the backbone of Talkdesk’s call center software. ACD is a telephony system that works with a Computer Telephony Integration (CTI) system and Interactive Voice Response (IVR) system to answer incoming calls and route them to specific agents or departments. This feature allows you to perform the following functions.
With ACD, inbound calls will be routed to the specific agent or department that is most qualified to address the caller’s needs. For example, callers from Mexico will be routed to Spanish-speaking agents, callers seeking support will be routed to support agents and callers who dialed in to a promotional phone number will be routed to agents trained to respond to that promotion. This feature increases first call resolution and customer satisfaction.
Enable VIP callers to skip the waiting queue and be routed immediately to the most appropriate agent. This ensures that your high-value customers are treated with extra respect, speed and care.
Talkdesk’s ACD provides you with call monitoring, call conferencing and call barging functionality. It also acquires data for real-time and historical reporting. These call center software features help to enhance managerial practices and provide insight into team performance.
Our ACD allows callers who would like to avoid the waiting queue to elect to have an agent call them back instead. This increases customer satisfaction and customer loyalty.
With the Talkdesk ACD, you can have multiple waiting queues. Create different waiting queues for different departments, teams of agents or phone numbers. This keeps caller waiting time to a minimum and increases the efficiency of your team.
Request a free demo and we will help you create your contact center today, complete with CRM integrations and settings configuration.